Agent tips
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3 min read
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.
Article
2 min read
6 steps towards developing a customer support career path
As with any profession, a customer service job can grow in different directions, leading to many new opportunities.
Article
5 min read
Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support
Article
5 min read
Stairway to success: How to grow in your support role
Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.
Women in Leadership
At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.
Article
4 min read
Agent education: 3 top priorities
Want a surefire recipe for dismal customer satisfaction?
Article
5 min read
Support agents can improve the ecommerce experience
In the world of ecommerce consumer decisions are made in seconds.
Article
5 min read
International relations 101: The keys to multilingual support success
“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.
Article
5 min read
Be the type of tech support team you want to interact with
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
Article
4 min read
Using more than technical skills to solve technical issues
When it comes to customer support, there is a wide range of issues a team could be presented with on any given day.
Article
3 min read
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article
4 min read
The key to great service? Saying “I don’t know”
We've turned the spotlight on Zac Renault, a customer advocate who provides French language support.
Article
3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
Article
4 min read
In service of patient-centered research
The Patient-Centered Outcomes Research Institute (PCORI) adopted Zendesk Support for its IT department and then rolled out the product to the entire organization
Article
4 min read
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
Article
14 min read
Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
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